This 2024 trends report focuses on how AI and automation are redefining customer interactions at scale. It highlights significant growth in conversational commerce, AI-powered customer support, and proactive engagement. The report shows how enterprises are combining human agents with AI to deliver faster, more contextual responses while controlling costs. Security, identity verification, and data privacy are emphasized as foundational requirements. Industry benchmarks demonstrate that businesses using orchestrated, omnichannel messaging achieve higher engagement and operational efficiency compared to siloed approaches.

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